Refund policy
Refunds are reviewed through Rusteeze support.
Rusteeze helps buyers and sellers resolve order issues and processes eligible refunds through the original payment route where possible.
When refunds are allowed
The seller or provider cannot fulfil the order or cancels after payment.
The product is faulty, damaged, materially misdescribed, or not delivered.
The service is not provided, is materially different from the listing, or cannot be completed because of the provider.
The buyer cancels within the cancellation window stated on the listing or checkout page.
When refunds may not be allowed
The buyer changes their mind after dispatch, completion, or a service start where the listing says cancellation is no longer available.
The buyer misses an appointment or fails to provide information needed for fulfilment.
The issue is caused by misuse, incorrect buyer details, or circumstances outside the seller or provider's control after proper fulfilment.
How to request a refund
Contact [email protected] or use the order support link.
Include the order number, seller or provider name, the reason for the request, and supporting evidence.
Rusteeze normally reviews requests within 2 business days and may ask the seller or provider for evidence.
If approved, the refund is returned to the original payment method. Bank and card processing times are controlled by payment providers and banks.
Questions about this policy?
Contact support and include the relevant account, order or booking reference.
[email protected]